Head of Customer Experience

We're looking for a strategic and inspiring Head of Customer Experience (CX) to lead organisation-wide transformation and help shape exceptional experiences for our customers.

This is a high-impact leadership role with responsibility for driving customer experience improvement across strategy, culture, processes, technology, and ways of working.

You will build strong partnerships across the organisation, creating a network of customer-focused champions and ensuring customer needs remain at the heart of decision‑making.

Working alongside specialists in customer experience, quality, contact centre operations, and service design, you will champion best practice, share thought leadership, and help embed a culture of continuous improvement.

You will be confident engaging with a range of audiences, from frontline colleagues to senior leaders, using customer insights and performance measures to influence change and deliver tangible outcomes.

The role requires strong service design expertise, enabling you to translate complex systems, processes, and operating models into seamless customer journeys. Partnering closely with the Design Lead, you will identify opportunities to remove inefficiencies, improve experiences, and maximise value for both customers and the organisation.

• Define and lead the organisation's CX strategy, ensuring customer experience priorities are embedded within business objectives and key results across all teams.
• Play an active role in designing services and experiences, supporting the Design Lead to create clear blueprints for outstanding customer experiences.
• Lead and grow the CX Champion community, facilitating knowledge‑sharing activities that inspire and drive improvement across the organisation.
• Partner with stakeholders to identify customer and operational pain points, translating insights into measurable improvement plans and tracking delivery against agreed outcomes.
• Manage relationships with CX‑focused suppliers, consultants, and third‑party partners, ensuring clear objectives, strong governance, and value‑driven outcomes.
• Represent the customer perspective in strategic business decisions, helping balance customer needs with commercial priorities.
• Act as the leading CX advocate across the organisation, regularly engaging with colleagues, leaders, and customers to ensure experiences are understood, monitored, and improved.
• Lead, coach, and develop the Customer Experience team (2 FTE), creating a high‑performing and collaborative environment that supports professional growth and successful delivery.

• Significant experience in service design and customer and/or employee experience strategy, with a track record of leading change and influencing outcomes across complex, matrixed organisations.
• Strong expertise in designing and improving services within technology‑enabled environments, including an understanding of digital platforms, IT service operations, service management tooling, customer support models, and frameworks such as ITIL.
• The ability to analyse complex processes, customer journeys, and operational challenges, turning insights into practical improvement plans that enhance customer experience, efficiency, service performance, and scalability.
• Experience facilitating workshops, service mapping, process reviews, and collaborative improvement initiatives, alongside the ability to coach, mentor, and develop others to achieve high standards in experience strategy and design.
• Excellent communication, stakeholder management, and influencing skills, with the confidence to engage, challenge constructively, and build trusted relationships at all levels, presenting complex ideas clearly…